We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 370903 results
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Decision Reference DRN-5119821
5 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5119821 The complaint Mr A complains that Nationwide Building Society repeatedly blocked account payments so that he wasn’t able to use his account. What happened In late October 2023 Mr A tried to purchase some US dollars, but the transaction was blocked. He went into his local bra... (3 pages)View decision -
Decision Reference DRN-5127003
5 Nov 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5127003 The complaint Ms K complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have accepted her Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated th... (37 pages)View decision -
Decision Reference DRN-5080023
5 Nov 2024 Plata Finance Limited UpheldConsumer CreditDRN-5080023 The complaint Mrs S is complaining about the way Plata Finance Limited trading as Zopa administered certain aspects of her loan. What happened Mrs S took out a loan with Zopa in February 2017. The initial term of the loan was five years, but Mrs S suffered some financial dif... (3 pages)View decision -
Decision Reference DRN-5127218
5 Nov 2024 Wakam UpheldInsuranceDRN-5127218 The complaint Mr C and Miss P have complained that Wakam unreasonably and unfairly declined to pay their claim under their pet policy for their dog’s operation. As it has been Miss P who has mainly been in correspondence with us, I shall just refer to her for ease of refere... (4 pages)View decision -
Decision Reference DRN-5075473
5 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5075473 The complaint Mrs P has complained that National Westminster Bank Plc (“NatWest”) failed to protect her from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of... (4 pages)View decision -
Decision Reference DRN-4824021
5 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4824021 The complaint Ms T is being represented by solicitors. She’s complaining about Wise Payments Limited because it won’t refund money she lost as the result of fraud. What happened Ms T has been the victim of a sophisticated romance scam. As part of the fraud, she was instructe... (4 pages)View decision -
Decision Reference DRN-5000104
5 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5000104 The complaint Mr S has complained Lloyds Bank plc won’t refund him for cash machine withdrawals he didn’t make. What happened On 25 February Mr S went to a cash machine at a supermarket locally that he regularly used. He tried to withdraw £200 but this was declined. Mr S was... (3 pages)View decision -
Decision Reference DRN-5116989
5 Nov 2024 Modulr FS Limited UpheldBanking and PaymentsDRN-5116989 The complaint Mr W complains that Modulr FS Limited returned his funds to source and he’d like the money refunded. What happened Mr W had an account with one of Modulr’s agents. For ease I’ll refer to Modulr throughout the decision. On 28 December 2023 Mr W received a paymen... (3 pages)View decision -
Decision Reference DRN-5112226
5 Nov 2024 Zurich Insurance PLC UpheldInsuranceDRN-5112226 The complaint Miss B, Ms C, Mr L and Miss S (who I’ll refer to collectively as “the Homeowners”) complain Zurich Insurance PLC unfairly voided their buildings insurance policy and declined their storm damage claim. What happened I issued a provisional decision. I said: “I’... (4 pages)View decision -
Decision Reference DRN-4845161
5 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4845161 The complaint A sole trader, Miss M, complains that HSBC UK Bank Plc is wrongly holding her personally liable for a bounce back loan (“BBL”) that should have been in the name of a limited company. What happened Miss M opened a sole trader business account with HSBC in 2018. ... (3 pages)View decision
